Views

Views is a dedicated section on the ClearFeed Web app that helps you view requests/tickets across all Collections.

Standard Views are now Edition-Specific, tailored to your use case for easier access and better collaboration.

Views have been categorized into "My Views" and "Team's Views".

• My Views: Access tickets assigned to you with relevant filters to focus on your work.

• Team's Views: This section offers views to track all team requests/tickets, applying standard filters for better organization.

Views for Integrations Product Edition

• Team's Views

  • Requests without Tickets: All requests where no ticket has been filed using any external Integration.

  • Requests with Tickets: All requests where a ticket has been filed using any of the external Integration.

Views for Internal/External Helpdesk Product Edition

• Team's Views - All the views in this category are useful for managers to get insights into all requests based on different standard filters applied.

  • All - Displays all conversations across every Collection.

  • Unsolved - Displays all the requests that are not yet Solved or Closed.

  • Unassigned - Displays all requests that are not yet assigned to any user.

  • Pending with Support - Displays all the requests where the onus is on the Support Team to resolve.

  • Pending with Customer - Displays all the requests where an update/input from Customer is required to move ahead.

  • First Response Overdue - Displays all the requests where First Response SLA has been breached.

  • Resolution Overdue - Displays all the requests where Resolution SLA has been breached

  • Requests with Tasks - Displays all requests that have an external task linked to them.

• My Views - All the views in this category are useful for responders to quickly view and work on requests assigned to them.

  • All - Displays all conversations across every Collection assigned to the particular assignee

  • Unsolved - Displays all the assigned requests, that are not yet Solved or Closed.

  • Pending with Me - Displays all the requests assigned to a user where the onus is on him to resolve.

  • Pending with Customer - Displays all the requests assigned to a user where an update/input from the Customer is required to move ahead.

  • First Response Overdue - Displays all the requests assigned to a user where First Response SLA has been breached.

  • Resolution Overdue - Displays all the requests assigned to a user where Resolution SLA has been breached

  • Requests with Tasks - Displays all requests assigned to a user that have an external task linked to them.

Custom Views

Custom View is a great way to get a filtered list of tickets based on certain criteria. Whether you want to pull the list of tickets you have not responded to, or the list of tickets which have Priority as Urgent, Custom views help you get the records you need and Save it so that you refer to them again without going through the hassle of applying filters.

Creating a New Custom View

You can create a new Custom View from scratch or use an existing Custom View as the starting point.

Option 1: Using an existing View

1. Start with an existing Custom/Standard View and update it by:

   • Adding new filters.

   • Editing or removing existing filters.

2. Once the desired filters are applied, click on Save View.

3. In the Save As overlay that pops up:

   • Enter a name for your new view.

   • Choose the visibility of the view (Admins only):

     • My Views: Visible only to the user saving it.

     • Team's Views: Visible to all users in your account.

4. Click Save to create the view.

5. You will be redirected to your newly created view.

Option 2: Clone an Existing View

1. Identify a view you want to clone.

2. Click on the three dots (⋮) next to that view.

3. Select Clone View.

4. In the popup:

   • Enter a name for the new view.

   • Choose the visibility.

5. The cloned view will be created, and you will be redirected to it.

6. Optionally, edit the filters or make changes to the view as needed and click Save View.

Managing Custom Views

For Views Created by You

If you have created a Custom View, you can:

• Rename: Change the name of the view.

• Clone: Duplicate the view to create a new one.

• Delete: Remove the view permanently.

For Views You Didn’t Create (Team's Views)

For views under Team's Views that you didn’t create, you can:

• Clone: Use the existing view as a template to create your Custom View.

Schedule Custom View Reports to Slack

You can now schedule periodic reports from your saved Views in ClearFeed and automatically receive them in a Slack channel of your choice. This helps your team stay on top of critical ticket metrics—such as unassigned or aging requests—without needing to manually check every day.

What You Can Do

With Scheduled Reports, you can:

• Send reports to Slack on a daily, weekly, or monthly schedule.

• Select any Custom View as the data source.

• Receive raw CSVs in Slack—just like downloading them manually.

• Manage schedules easily through an intuitive modal.

How to Set Up a Scheduled Report

1. Navigate to the Inbox in the ClearFeed WebApp and open the Custom View you want to schedule.

2. Click the “Schedule Report” button.

3. In the pop-up modal:

   • Select the Slack channel where you'd like the report delivered.

   • Choose the frequency: Daily, Weekly, or Monthly.

   • Set the time (in your local timezone).

   • If Weekly, pick the day; if Monthly, pick the date.

4. Click Save to confirm.

Managing Scheduled Reports

Once a report is scheduled:

• You'll see an “Update Schedule” button instead of “Schedule Report.”

• Clicking this allows you to:

  • View existing schedule details.

  • Edit the frequency, time, or Slack destination.

  • Delete the schedule using the delete icon.

    

Slack Delivery Format

When the report is delivered, you’ll receive:

• A message confirming the report delivery.

• A CSV file containing the current data from the selected Custom View.

• Reports can be sent to Slack channels only.

  

FAQs

1. Are filters applied to standard Views automatically saved? Answer: No, the auto-memorize functionality has been removed. Any new filters applied to standard Views are not auto-saved.

2. Why can’t I see the First Response Overdue and Resolution Overdue Views? Answer: These Views are only displayed if SLA policies are set up in your account.

3. Why is the Requests with Tasks View not visible? Answer: This View is only available if an external integration is added to your account.